innRoad Software

innRoad is a Software-as-a-Service (SaaS) based hotel management system designed to encompass the needs of hospitality businesses of all sizes. innRoad was created in 2000 with the aim of minimizing the work involved in managing any hospitality business.

innRoad combines all essential functions of hospitality management, including booking, marketing, reporting and global distribution. The intelligent reservation system includes tools specifically designed to help users find the correct price for each room and have better visibility on the booking status or room availability. The solution offers over 100 customizable report templates for business reporting and analytics.

innRoad provides integration to global distribution systems, further allowing each hotel or resort to reach out to worldwide markets via online travel sites. The solution helps hotel managers to manage bookings and related activities for multiple properties from one screen.

Other benefits include third party integrations, native GDS integration, revenue manager and unlimited support at no additional cost.

We absolutely love it!

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Shout out to Nikita our Integration specialist, she was absolutely fabulous at helping us get everything moved from our last system to Inn Road. She also made our system so tailored to our needs that my entire office staff is now meeting their efficiency requirement.

Pros

Initial integration was quick and easy. 24 hr customer support is great. Love that my set up team continues to check up on all of our staff to make sure everyone is comfortable and there are no issues.

Cons

We have had a few super small issues, they were more computer related than they were Inn Road issues, but Inn Road customer service helped us in the ways they could anyways. Such as, the loading screens were taking too long, this was do to our cookies and history needing to be cleared on a daily basis and Inn Road customer support walked us thru that, even when they didn't have to.

Very Easy to Use

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I would like to add a feature that allows me to access cancellations besides the ones that come from each of the different booking sites.

Pros

I love the ease of use that InnRoad provides. I can maneuver all over the website without having difficulty figuring out what each tab describes. I like the fact that I can provide instant information for the customers when they call in to ask questions about their reservations. The customer service representatives have been very pleasant to talk to on the phone and have understood what I am trying to do.

Cons

I think that the website could save the information as I am typing in case I have to stop in the middle of a reservations to answer the phone or do something else that is required of my job as a front desk clerk.

One of the best decisions we made for our Inn.

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Request a demo...you won't be sorry.....

Pros

From start to finish the process has been fantastic. As soon as we made the call to inquire about the software program we immediately were scheduled for the demo, it took us moments to decide that this was going to be our new PMS for the Inn. The team truly had our best interest and success in mind and it showed completely! Making reservations are now so simple along with printing revenue reports, seeing our whole operation at a glance save so much time. I would highly recommend this software to any establishment that is ready to make life easier. Once we migrated our old system which their team did seamlessly, the training was easy and we were on our way. Thank you innRoad For making this Innkeepers life so much easier.

Cons

Though the housekeeping report is convenient, I would like to see it a bit more detailed and simplify.

Great Product

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Customer support is terrific and available 24/7!

Pros

This has taken the worry out of double booking. My customers can book their rooms themselves. I am also very happy to have all the confirmation emails, statements, and thank-you letters go out automatically.

Cons

It's not intuitive. I find the program, slightly difficult to navigate. There are some functions that are not clearly labeled and I find I need to call support for assistance often.

Good reservation system

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We here at the Rock Ledge Motel fought this type of reservation program because we really enjoy speaking to our customers one on one. We understand
in the busy time of our lives, we need to simplify our day. This program works for the busy customer looking to book a room.

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I like this program because it filters all of the other on line booking companies through one site. Its quick and fairly easy to learn. Once learned, it is a
great program.

Great Servoce

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Pros

Great people working to help you set up your business connections. Very successful first month. We have more reservations than ever in our 13 years of business.

Cons

All takes time, and sometimes that is a bit of a problem, but the 24/7 assistance is amazing. I have had times when I needed to know something and the technical support has been just a phone call away. They follow-up after to see if all is resolved as well.

InnRoad has been a tremendous tool that has allowed my business to reach the next level!

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Pros

Innroads unique value proposition is its ability to consolidate many faucets of management into one easy to navigate interface. As a result, Innroads has not only saved me time in managing my hotel, but also boosted my hotel's occupancy dramatically! In combining its convenience with its fantastic customer support system, Innroads has been extremely effective in resolving booking errors and accommodating customers. After becoming acquainted with the platform, the user interface is easy to navigate and to extract information for all employees, allowing staff to focus on customer satisfaction.

Difficult for user, system is not user friendly. Very poor training.

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Once you invest in the Start Up, it is too late to leave. You only find out how unresponsive the system is after you have invested thousands in payroll.

Pros

Keeps track of inventory; once you finally figure out how to use it. Customer Service is always pleasant.

Cons

Times you out while you are actively using it; suddenly it does not respond. You have to leave the site and wait for it to let you back in; it sometimes takes SEVERAL tries. Customer Service never does anything to accommodate the user and only rarely answers a difficult question in a timely manner. They just keep assigning another Case Number.

Top Notch Software

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Deciding to use innRoad as our reservation software was the best decision we made about our business. The support we received during installation was above and beyond. Even after being with innRoad for a year, their support has been always above par. Since we have been using innRoad, the software has not glitched one time and when they had the update we were notified well in advance of the update. I couldn't be more pleased with this software or with the service.

Pros

innRoad is easy to use and user friendly. From installation to Go-Live, innRoad support can not be beat. They walk you through every step. Using innRoad has lessened my time spent behind the computer because all the reports needed are easy to find and easy to use. The tape chart is color coded so reservations and availability are known at a glance.

Cons

I do not have a con for this software, and how often can you say that? If I did have one con for the software, it would be the Pet Fee. When a reservation is cancelled, the pet fee associated with that room is not canceled at the same time. It takes a separate step to cancel a Pet Fee. It is easy to do, but it does take a second step to cancel.

Cons

Local customer support only available during normal business hours, No 86 feature available, Occasional lengthy updates but not usually during peak business hours, Site can lag occasionally (i.e. runs slow, have to switch to different browser)

my experience with Innroads

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We have been using Innroads as our Reservation system since we opened the hotel in 2013. We are so happy with the upgrades they made to it last year and how they keep improving it. Sign in is so easy as a lot of other things. We greatly appreciate the ease of cancelling reservations now. How easy to pull up info on a repeat guest. When you need to block out rooms you can do it with ease. Setting rooms blocks is a lot easier now also. What I like the best is their help that they give you when you have issues. They are right there to help you. If you are on hold and can't stay on the line long. They give you the option to have them call you back. We love this especially when we are busy. We would suggest Innroads to anyone who would use this product

Pros

the ease of everything and their customer support

Cons

some times it can be slow and that circle just spins. Or when it says you need to sign in again, even though you are already signed in. Neither of these issues happen all the time though

1805 House B & B review of innRoad hospitality management software

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I have been using the innRoad hotel management software platform since January of 2017 and I have been very impressed with the professional support during implementation and use. They offer ongoing webinars for specialized training on specific marketing and operational areas to maximize functionality. We have a small B & B with three guest rooms however, I can easily imagine scaling up to a larger operation on this platform. While the reservation aspects are somewhat superfluous for such a small business as ours, I am impressed with how easy it is to manage bookings and drive incoming reservations from online travel agencies. It is particularly satisfying to see reservations pop up in my email while I am otherwise occupied. The reporting functions are robust and tie in seamlessly with our credit card processing and website booking engine. I give the innRoad software and support team top marks.

Pros

Ease of use manaeing reservations and tie in with online travel agencies

Blue Water Resort

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We recently opened a lodge portion on our resort and needed a reservation system. After research, we settled on InnRoad and we are extremely happy we did. I have worked with the Innroad team from the beginning to get us set up and it's honestly been a pleasure not a burden. From the back office reporting and ease of rate changing to training staff the whole experience has been great.
I would recommend InnRoad to anyone looking for a reservation system that is not only easy to use but is easy on your budge`t.

Pros

Customer service is great!! Back office/manager system is easy to use so it saves hours in your day. Employee training smooth because of easy operating format, from reservations to quotes.

InnRoad has been a Blessing!!

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Overall, Innroad is an excellent experience. The site is reliable, easy to use, and well organized. Training new employees has been much easier and faster because of the simplicity InnRoad offers. Not much room for user error. Automatic booking has been on of my favorite features, and the local support team is fast and reliable. However, the local support is only available during normal business hours. They do offer 24 hour support, but its international therefore can be a language barrier. Ultimately, I would suggest this product for any small motel/hotel owners.

Advice to Others

One year of sales growth

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innRoad is a great fit for a small hotel or inn with a large variety of room types. We were able to create custom settings for each type of unit we have and can even have virtual rooms to meet needs that only come up in specific situations. The accounting features give us all the scalability we need for extra retail as we develop more income streams and keeps transactions simple for our guests. Managing OTA presence is a whole lot easier with the channel manager feature.

Group reservations are somewhat clunky to manage. While you can set up groups, manage single or multiple payers, and include event-related fees, there's a lot to be done. In some ways, our old paper contract system was easier. There are also some features that can't be accessed directly, but require you to call support. It appears that this is variable according to your specific account details, but you will have to ask for specifics, some times as you find a feature you now want to use that you hadn't touched before.

On the whole, this is a really strong system for a small, eccentric place. We've see our sales grow nearly 50% over the past year. While this isn't all due to innRoad, a lot of what drove that wouldn't have been possible without property management. I highly recommend it!

Great reservation system for our small Inn

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We have been using InnRoad at our property since 2014 and ever since the big update it has been better than ever. Many user friendly features have been added, including the ability to drag and drop reservations directly on the tape chart, simple "press of a button" cancellation, and new and exciting color coding. We especially appreciate the added feature of being able to customize the tape chart to how each of the front desk associates prefer it when they are logged in. It's also helpful to be able to adjust the rate plan on the tape chart instead of having to do it after opening the reservation up. Tabs are a genius idea, as it allows us to multitask. Any issues we've had have been resolved very quickly and efficiently. Before their update, we briefly considered switching to another reservation system, but now we're so happy we decided to stick with InnRoad.

Pros

It's easy to use, and very straight forward. Easy to train new people how to use it.

Cons

Some features are not as user friendly as we would like, more specifically when loading rates.

Why we like Innroads

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We have been using Innroads since 2013. We are an independent hotel and have been really excited since they have been doing their upgrades on the system. They are constantly striving to make it easier for everyone to use. And there support team is the best. They are always there to help out with any problem that might be happening.

Pros

it is so easy to make reservations especially when it is a repeat guest. We do a lot of room blocks and they are so much easier to do now. I like how easy it is to cancel a reservation. And I love the Customer Service Team.

Cons

I don't like it when it kicks me out and I have to sign in again. And I don't like when it goes really slow when trying to do a reservation. Neither of these happens a lot but if it is slow when I am busy I don't like it. They have been working diligently to correct this issue.

Advice to Others

Easy functionality and great customer service

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We have been using innRoad for our cabin resort since January 2017 and have enjoyed the transition. The hands down best part of this system is the continual training and updates. They are extremely easy to get a hold of with questions and are quick with a response.

Pros

Easy to use and versatile
Customer service and great!

Cons

Tape chart -- needs to be simplified
Still figuring out how to customize reports (may end up being a pro)

Source: Capterra

Barron from Blue Water Resort Number of employees: 11-50 employeesEmployees number: 11-50 employees

March 2017

March 2017

Blue Water Resort

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We recently added a lodge to our property and needed a reservations system to handle our needs. From the start the InnRoad system and their customer support has been invaluable. They have gone above and beyond to help us get exactly what we need out of their system.
Ease of use as far as back office is GREAT! As a manager the ease of changing rates and looking at our day to day reports has saved me hours in my day. I personally have been a part of the entire setup process and in training our employees. InnRoad is very intuitive and user friendly for our clerks and for our guests making online reservations. In all I would recommend InnRoad to any property on any day.

Pros

Ease of use and customer support.

Cons

As of right now I don't have any.

Advice to Others

If you use this software and you have ideas of what you need, simply talk to the staff at InnRoad. They are, in our experience, more than willing to help you implement what you need.

Quick and Easy!

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In the summer of 2014 I had the pleasure of helping reopen a 200-year old historic Inn, located in Salisbury, CT. When it came time to pick a PMS there were plenty of options, and other software I had used earlier in my career. We did not have much time (about 2 months) and we knew in the long run we would be on a budget. We had to find staff, and train them fast so we could open for Labor Day Weekend. Once I did a demo with InnRoad I knew right away it was prefect for our property. As I mentioned, ease of use was number 1 on my list, and after I had a few training sessions, I was able to quickly train my staff and had them making reservations in only a few days. The reporting is easy, and best of all, was available to everyone involved, at anytime, from anywhere. InnRoad was also one of the more cost effective systems we looked at, which in the long run is a major factor, it is also 1-stop shopping for hotels as most of the distribution is included in the monthly rate. Since we've opened it has been flawless, and when we do run into a problem I have never waited more than 24-hours for the problem to be fixed. I know first hand how frustrating customer support can be, and InnRoad helps to relieve the stress. Almost three years later and we continue to increase revenue and guest satisfaction ratings, Thanks InnRoad!!!!!!!!

Pros

It is easy to use and the customer support is the best I have ever worked with.

Advice to Others

We are a small property (16 rooms), and InnRoad is by far the best fit!

inroad software review

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Overall the new software is an improvement over the previous, and ever-changing version. Many more user-friendly features have been added that make it more natural for the average computer user (who, like me, may not spend gobs of time sitting at a desk with a computer) to use. I think the biggest issue I have with the new software is that the color scheme makes little sense. This has not been an improvement. The previous version was simpler for the mind to comprehend, in terms of what the colors meant. For instance, when, on the tape chart, a guest checked out, on the old system one could clearly and logically understand that the "grayed out" color meant guest had departed. Now, the colors actually get brighter and more colorful at check-out, and the association with activity, at least for this 59 year-old, is lost. But I will say the customer support is fantastic. InnRoad has always been easy to access and helpful, and that is why after 7 years with our two Inns we have not changed.

Pros

Ease of use, now, with things like being able to "right click", and being able to check out multiple rooms at one time, etc..

Cons

I mentioned previously I do not like the color scheme. It makes things more confusing. I think tape chart is now too confusing and too many items included on each "room".
Also, and this is the most important issue I have, is that at least HALF the time I go onto inroad, no matter which browser I am using, I am not permitted to scroll in the tape chart. It is very frustrating. I have called for help and as always inroad personnel have been very helpful, but it keeps happening over and over again.

Source: Capterra

Ada from New Orleans Guest House

December 2016

December 2016

New Orleans Guest House

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Good , as I contact not much inn road assistance. But when I call ,i have help ,and it is very fast ,accurate , and customer service is really good.This sistem inn road is easy to use and it feet for small properties like ours . You just have to know how to use it properly and will give you great results.

Source: Capterra

Rebecca from The Royal WorthingtonNumber of employees: 501-1,000 employeesEmployees number: 501-1,000 employees

October 2016

October 2016

Great Product

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Super easy to use, very helpful, and above all else, incredible customer service! Very prompt, always helpful, short wait times and super quick turnaround. All agents I've spoken to are patient and polite, and overall great system for your money!

Pros

Ease of use, customer service

Cons

I believe it could adapt a bit to become a little more user friendly - click and drag option in the tape chart and an easier way to change rates in a folio! Also if I could set up a rate plan with two room types and rates under one rate plan that would be ideal!

Advice to Others

So happy we switched!

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We decided to switch to InnRoad last winter and it was the best decision we made! One of my biggest fears was our initial integration, but with the help of Jeff our property setup and integration were really easy and a lot faster than I anticipated. InnRoad is extremely user friendly when it comes to the day to day operation of the system. We have had a couple glitches with the interfacing of InnRoad and Booking.com which lead to a handful of over-bookings but InnRoad seems to have fixed whatever the problem was. The one thing I think they can work on or change protocol is following up with clients who contact the 24-7 Client Services department. Once you call or contact the Client Services Department and a ticket or work order is created that is the last you hear from them until you receive an email asking to fill out a short survey referencing the closed ticket item. The survey asks you how their customer service was and if you have any comments or feedback as to what they can do better. I am the type of person who would like a phone call or short email back from tech support saying "hey, we fixed the problem - this is what went wrong, this is what we did to fix it." That way I know the issue was resolved. Otherwise I just assume the ticket is still outstanding. Once you receive the email with the survey it means everything is resolved but I just like to be in the know so next time something happens I have knowledge as to what the problem could be. That is the one and only thing I think they could improve. Oh and maybe they could design an app for my phone/tablet so I can work on the go - other than that LOVE, LOVE, LOVE! Highly recommend the change if you are on the fence. It has made my life a thousands times easier.

Pros

How user friendly it is. How it has streamlined our two properties. Ability to run reports and track where guests are booking from and traveling from.

Cons

How I can't use on my iPhone or tablet. So if I'm not at my desk I can't take a reservation.

Advice to Others

It is great! It took me a long time to actually take the jump and switch companies but it was the best decision we've made in a long time! It was easy and stress free to set up and get started.

Source: Capterra

Jim & Jennifer from The Honking Goose Inn

October 2016

October 2016

5 Star experience

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This is our first experience with an online booking engine. We were very unfamiliar with the process. InnRoad helped by patiently instructing us on how to use their software. It has been fairly easy, even for complete novices. We have appreciated all the people that we have worked with at InnRoad. They seem to put customer service at the forefront. So we can recommend them with confidence. And having the booking engine has increased our direct bookings and well as giving us a new avenue to obtain bookings through Expedia ( and other agencies).

Be Very Careful

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I switched from another company to InnRoad last April. The company I switched from had the ability to give me exposure , and secure reservations, through Expedia. InnRoad had me sign a service agreement that stated they would also give me exposure, and the ability to secure reservations, through Expedia. I realized the first part of August that I did not have exposure on Expedia. Because of this my B&B has suffered great financial loss. InnRoad claimed I could save time by using their system, and to be fair, it was saving me time, and their customer service was quick to respond with most of my inquiries. However, I have not been able to get any satisfaction, or recourse, from InnRoad concerning this huge oversight on their part. I signed on with the expectation that my representative would be committed to following through with all of the services they claimed in their sales pitch and in their service agreement. My season is only 4 months long, and by the time I realized I was losing business, the season was nearly over and there is no way for me to recoup what I have lost in potential sales for this year. It has been financially devastating and InnRoad will not agree to compensate in any way. Lesson learned, and please, don't depend on anyone in this company to follow through on your behalf. I did and now I'm very sorry!

Pros

It was fairly easy to use.

Cons

The representative assigned to my business did not follow through.

Advice to Others

There is other software out there that is less expensive, more user friendly, and with more dedicated people in customer service.

Source: Capterra

Teresa from RTG Hospitality LLC

August 2015

August 2015

Great program!!

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I have been using this program for almost four years.
Because of it being so user friendly, I decided to use it at my motel that I just purchased.
I have used other programs and find this to being the absolute easiest to use.
The only suggestions that I have is to have auto fill when the zip code is put in.
Then the state and city would automatically be filled in.
Also, color coding the the "dirty rooms" on the tape chart would make it even more user friendly.
I hope these two requests are taken into consideration.

Source: Capterra

Cheryl from Elston Inn at Sweet Briar College

June 2014

June 2014

Wonderful Program!

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We replaced our old software system a year ago and moved over to the Innroad System. We couldn't have made a better choice! Our old system was very unforgiving when a mistake was made and very complicated to use. The Innroad system is very user friendly and very easy to train new employees on, but when there is a problem there is always help available. If we had it to do over again, I would definitely choose Innroad!

Pros: Easy program to use and train on!

Cons: We are a small Inn located on a college campus, our accounting is not streamlined like a normal self operated business, so some "work arounds" have had to be made.

Source: Capterra

Corey from 124 On Queen Hotel and Spa

May 2014

May 2014

Been using InnRoad for 3 years now

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We are a brand new hotel that opened up in 2011. I reviewed over 20 different systems before deciding on InnRoad. The system is very easy to train new employees. Overall this is a great system and would recommend it to any hotel that wants the freedom of not having an IT person on site.

Pros: Cloud Based (truly cloud based ... not like some of the competition claims), great no fee online booking engine , Tape chart, Reporting, customer service, Up time( we have had little to no down time in 3 year)
Cons: does not interface with other programs, packages and groups are a bit challenging

This system has a great foundation and I am looking forward to the exciting upgrades that they are coming out with. If you are looking for more information, please do not hesitate to contact me.

Works for us!

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We purchased InnRoad for our 4 small motel properties in 2012. The product was just what we needed when we began running these properties and is growing with us to help support situations as they have arisen. The support is always available and generally quick to resolve any issues, of course depending on the situation. It is pretty user friendly and we have had great success training the new staff that have come on board without any issue.

Source: Capterra

Stephen from The Desoto Inns

May 2014

May 2014

Pretty Darn Good!

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Finding a reservation management system that was easy to use and affordable for a small 15 unit inn led us to innRoad. We find the system easy to navigate for all of our needs, and we have almost always had helpful and professional assistance from the Customer Support. Only lately have we experienced a few bumps in the road with support, but that is to be expected with a growing company. Our service representative checks in on us frequently to insure things are working well, what more can you ask for.

Source: Capterra

Scott from Jaybird's Inn

May 2014

May 2014

Couldn't be happier with the partnership that we have with Innroad

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After purchasing a distressed property and completing a major renovation, we found ourselves with a beautiful independent property....an independent property with an outdated property management system with no link with the online travel agency world.

After shopping numerous products, I came across InnRoad and the sales staff quickly arranged a demo session. The Demo session went very well and I agreed to kick the tires during a 30 day trial run. I found the system to be user friendly, affordable and full of potential; I signed on a member.

April 15, 2013 we went live with the system in a blink of an eye. Since the system is cloud based, there was no installation. The assigned account manager walked me through each step of the set up and continued with teaching the entire staff via conference calls. The tech support department was great with our learning curve and would assist us through each self placed hurdles. The InnRoad team assisted me in setting up accounts with all of the online travel agents (OTA's) and worked with our webmaster to link the booking engine seamlessly.

Almost immediately we began receiving bookings, the front desk agents were operating the system like pros and are "brand of one" began to grow.

I won't say that InnRoad is without it's cons, there have been some that have been addressed with upgrades and some that they are working to address...but, their pros have made them the best investment that I could have made.

I enjoy the cloud accessibility, their professionalism and their many connections to vendors that make our business run smoothly.

I found the pricing reasonable and I found the perfect partner for our business needs.

I gladly extend an invitation to contact me or my staff at the property for our honest - straight forward opinion of this product.